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One Identity · 22 hours ago

Senior Customer Success Manager – One Identity (Columbus, Ohio, U.S.)

Florida, United States

Full-time

Hybrid

Senior Level

6+ years exp

One Identity is an award-winning security software provider focusing on identity management solutions. The Senior Customer Success Manager will be responsible for driving customer satisfaction and retention by managing a portfolio of accounts throughout the customer lifecycle, ensuring customers derive value from One Identity solutions.

Fraud DetectionIdentity ManagementSoftware

Hiring Manager

CJ Salgado

Responsibilities

Proactively manage named accounts and be accountable for engagement and satisfaction over the lifetime of the customer

Can develop and nurture relationships and adjust value and adoption messaging according to the levels and interests of customer stakeholders

Coaches peers on strategic approaches, provide mentorship for Enterprise CSMs to help them grow their knowledge and provide premium customer experience

Identifies and creates solutions to address CS needs, improve effectiveness and efficiency, and delivery to or exceed key customer metrics

Gather feedback and channel it to product and engineering teams along with the business value to the customer

Partner with the customer to build a joint plan for success, maintaining a detailed understanding of the customer’s business to achieve high levels of customer satisfaction, engagement, and adoption of One Identity technologies

Monitor customer health scores and their related components while assisting customers to continually improve their scores

Facilitate Quarterly Business Reviews (QBRs) in collaboration with Account Management, using the Success Plan and business case to demonstrate impact, value delivered, and opportunities for growth

Actively monitor customer engagement signals and sentiment; log risks and opportunities in CRM and trigger internal playbooks where applicable

Support collaboration across Sales, Support, Product, Renewals, and Professional Services to ensure continuity and strategic alignment

Act as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams within One Identity are engaged for quick resolution

Work within the wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience

Identify opportunities for cross & up-sell activities for the sales teams

Work the channel and sales account managers to jointly develop business and technical champions within the customer organization

Qualification

Customer Success ManagementTechnical Account ManagementIdentity SolutionsCustomer Success Best PracticesCRM SystemsRelationship ManagementCommunication SkillsOrganizational SkillsProblem Solving

Required

6+ years' experience in customer success, technical account management, sales engineering, or similar role responsible for driving customer success and product/service adoption

6+ years' experience in customer management within security and/or identity solutions, focusing on growth, adoption, retention, and issue resolution at both the business owner and senior executive levels

Ability to translate business requirements into business value, and work with sales and marketing to promote value-driven solutions

Ability to manage executive relationships and discussions (VP/CxO)

Skilled in bringing in a SAE/AE/ISR to see through upsell opportunities, whilst maintaining executive overlay and ensuring a positive customer experience

Strong knowledge of Customer Success best practices, with experience in defining process and providing enablement programs to promote adoption in CS and across the company

Excellent organizational skills and ability to establish milestones and keep success plans on task

Adept at handling internal and external escalations

Exceptional ability to communicate and foster positive business relationships, and comfortable facilitating change and being accountable for driving success with customers

Experience in leading, adopting and driving change internally or externally

Experience in identifying, translating and prioritizing customer issues and needs into business or solution requirements

Demonstrated success as a trusted advisor to senior executives in large organizations and ability to build success plans

An understanding of how organizations measure value realization and drive revenue Experience in recurring revenue sales models and renewal processes is an advantage

Must be able to work from our office located in Dublin, OH

Preferred

Experience in transformational Customer Success projects or experience where products shift from On-Premises to SaaS

Previous Customer Success experience in a company with B2B Software

Consistent desire to continually improve processes

Proficiency in customer success tools (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce) to manage customer health, success plans, and engagement tracking

Experience with AI prompting and leveraging AI tools to streamline processes

Benefits

Life at One Identity means collaborating with dedicated professionals with a passion for technology.

When we see something that could be improved, we get to work inventing the solution.

Our people demonstrate our winning culture through positive and meaningful relationships.

We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.

Our team members’ health and wellness is our priority as well as rewarding them for their hard work.

Company

One Identity

With flexible deployment options – from self-managed to fully managed – our solutions integrate seamlessly into your environment to strengthen your identity perimeter, protect against breaches and ensure governance and compliance.

Founded in 2003

Utah, Tennessee, USA

501-1000 employees